Ever had one of those customers who hasnt read the quote and thinks that you will do everything they ask while your there?
Im at the point where I feel like the bad guy from constantly saying no to her extra demands, really would not mind if she was willing to pay the extra. I gave them a plan and a written quote explaining all we were going to do. Every morning there is a new note on the kitchen table. e.g Can you clad both sides of the picket fence, can you increase the size of the sleeper bed by 10ft and make it 3 extra sleepers high. We would like the bench to run the entire length of the retaining wall, can you pave both levels instead of one!
Same phone call every morning "Yes we can, but its going to cost X amount" "Oh hang on dont do anything yet, let me ring my husband I will phone you back"
3hrs later....Dont worry leave it as it was!.......ARGHHHHH!!!
Then they change their mind about the sandstone and want the one thats not in stock...
Cannot wait to get out of this job.
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Reckon we've all had people like that, Gareth. The Great British Public can be an unpredictable beast at times, and some will treat you like their personal 'man friday'. Legacy from our days of empire methinks. ;)
Problem in our game, where people are paying for an end product rather than your time, some have absolutely no qualms about messing you about. Keep smiling, and maintain your professional integrity, you never know, they might as a result refer you on to a bigger and better customer one day.
gareth this might be better in the business key objectives section as a google on your name might well bring this thread up and this delightful customer might read your comments which I imagine would be taken badly.
lol well at least your doing the right thing coming back with a revised price. bet there pushing it to see if you will break and give in to there demands and do it for free!!!
I am working on something just like that too mate ,every day a new email or call,its driving me bonkers
We all need a little rant occasionally, but as Dan says, I should move this to BKO.
Smile sweetly, be positive and keep it professional. It takes all sorts and it is important that the customer gets what they want in the end. Some jobs sail along from start to finish, while others......... well you need to ‘tack’ a bit to get there! It’s all part of the job.
yep had plenty like that. In the early days i would have bent over backwards and probably swolled lots of the costs, but you learn to get firm. I always say we can do it and in the same breath let them know the cost implication so they are in no doubt. When i get a customer who keeps making changes like that i usually tell them we need a meeting to go through every thing and make all the decisions as far as possible otherwise you nevcer get off the job.
Had one a couple of weeks ago whjere the mother didnt like the colour of the slabs and swore blind they were wrong, despite the fact we had ordered the ones she wanted and showed her the order and where it was written on the packaging. Offered to change them for something else if she didnt like them, but did inform her of the restocking charge and the cost of our wasted downtime as well. Husband called her a silly cow and told us to get on with it! I like husbands like that!
We deal primarily with people rather than business. The benefit of individual clients is the the fact that you can get a great deal of satisfaction for works completed. Your business, your staff and you as business owners can receive extremely valuable testimonials and letters of appreciation. Something that does not come very easily from business.
Having said that with business you can get larger contracts and therefore potentially larger returns. However if you divide your remuneration by the payment terms (30 days + in some cases) it can appear to "reduce" the benefit.
We do have bad days with clients, but more often than not ours are very good I am happy to say- this recent letter was very well received by our lads!
Once after we laid a new deck we got a frantic call saying there was a mark on the deck and they were going to withhold payment. It was a snail's trail! And these people are supposed to be educated and professionals who think they are better then us mere landscape gardeners. Sorry bit of a rant but I feel we don't get the recognition we deserve.
Anyone else feel the same?
Tracy Muddy Wellies
"I think we should make a television programme called rogue customers!"
Totally agree
Tracy Whelan said:
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